PokerSavvy Data Issues - Offshore Sport Betting

SavvyMike · #1 (**permalink**) December 7th, 2006, 16:01

We just wanted to let everyone at The Offshore Edge know that we are aware of the problems with the PokerSavvy website, and we are trying to get everything up and running as soon as possible.

Last night when uploading some new features to the site, the database was rolled back to a previous version which is why forum posts are dated back to Nov 22. Essentially, the version of the site you're seeing now is dated back to Nov 22.

Many of you won't see points you've earned since then, etc, until we fix this problem, and you may not be able to log into your PokerSavvy account if it was created after November 22nd. We are working to get this resolved now. Please give us just a bit of time, we'll keep everyone updated as we have more information.

Thank you for your patience.

iamkidpoker · #2 (**permalink**) December 7th, 2006, 16:04

thanks for letting us know. I know people here understand that things like this happen. And glad to here you know about it and working hard to get things done.

SavvyMatt · #3 (**permalink**) December 7th, 2006, 16:09

Thanks guys. Not the best week in the life of PokerSavvy but we will continue to work on this issue and will keep you posted.

hilbert · #4 (**permalink**) December 7th, 2006, 17:07

Thanks for keeping us posted.

SavvyMatt · #5 (**permalink**) December 7th, 2006, 20:58

Hey guys,

Another update for you. We've been back & forth with our hosting provider all day today and working hard to get this resolved. We think we have now identified a fix to the problem that will restore the majority of the data that is currently lost. We'll be working through the evening and night to get this done. So, I'm going to ask for your patience (again) and we'll have another update for you later tonight.

Thanks again for your understanding and rest assured that no matter what it takes you'll have all of the points you've rightfully earned returned to your account.

Matt

SavvyMatt · #6 (**permalink**) December 8th, 2006, 07:32

Just another quick update for you. The data restoration is coming along well and it looks like we will recover the vast majority of critical SavvyPoints and order data. So I'm happy about that. We're still grinding away and testing everything and I hope we'll have the restore online within 5-6 hours.

Fun fun...Thanks again for your patience. We'll keep plugging away and will keep you posted.

Matt

hilbert · #7 (**permalink**) December 8th, 2006, 14:43

Thanks for keeping us posted Matt.

SavvyMatt · #8 (**permalink**) December 8th, 2006, 14:51

Hi all,

Here is where things stand on our recent data issue. Thank you again for your patience until now.

First, a recap of the problem. Until now the site has essentially been displaying the way it was on Nov 22 due to some database corruption issues we experienced. Note that these were NOT security issues so you should not be concerned about your account or information.

Here is the status:

* All user accounts registered from Nov 22 – Dec 4 at about 2pm PST have been restored. We were unfortunately not able to recover accounts created from Dec 4 - 6 as that data was not reparable and the backup was corrupted. We apologize to all users affected by this and hope that you will take a moment to recreate your account. You can use the same email and username you used previously as they are not already stored in our database.

* If you registered PokerSavvy account between Nov 22 – Dec 4 we reset your password. Your username is the same. You should have received your new randomly generated password in an email from our Forum. You can change your password to whatever you’d like by logging into your PokerSavvy account and clicking the Account Information tab. If you didn’t receive the password in your inbox please email us and we will help you.

* Any sign ups completed from Nov 22 – Dec 4 should now be back and your SavvyPoints should be in your account (where applicable). The one thing you will notice is that while we were able to credit your SavvyPoints we could not recover the poker room nickname you used so we inserted a permutation of your PokerSavvy username. If you contact support we can revise this for you to show your proper poker room nickname. We’d appreciate it if you contact us so that your account data will be accurate.

* If you started a signup between Nov 22 – Dec 4 at any poker room you will see a pending signup at that poker room. However, since we could not recover your poker room nickname we had to insert a permutation of your PokerSavvy username. We did that just so there would be a placeholder in your account that you could easily fix. To fix this you simply need to login to your MyPokerSavvy account, click the ‘edit’ link next to the incorrect nickname and then type in the correct one. That’s all. Then you'll be in the system awaiting SavvyPoints confirmation.

* If you started a signup from Dec 4 – Dec 6 then unfortunately we do not have a record of it and you will need to login to your PokerSavvy account and re-enter your nickname. We're extremely sorry about this but there was simply nothing we could do.

* We processed several hundred orders from Nov 22 – Dec 4. We do have a record of what was purchased in a separate database and supplemental records from NETeller, Amazon histories, etc. So, if you placed an order that was already fulfilled then we will make sure to manually adjust the amount of points spent. If you are having an order problem please contact support.

* We do not have data on friend referrals from Dec 1 – Dec 6. We do have data from November due to the auditing we did for the referral promotion. If you have referred friends in December please email support to let us know and we can easily reinstate them for you. The contest and special promotion will still run for December and we’ll make sure you get credit for all referrals.

* Forum posts made from Nov 22 – Dec 6 are unfortunately not recoverable. If you decided to post your own proof of Fermat’s Last Theorem here on the PokerSavvy Forum then we hope you also saved it to your hard drive.

All in all, we feel fortunate to have recovered the vast majority of user accounts, poker room signups / SavvyPoints and orders. Those are clearly the most important things.

We’re sure that several of you will have individual issues that arise from this and we commit to working with each and every one of you to resolve every concern you have. We ask that you please use our Support Section to submit your concerns as it will be much more efficient for us to manage than forum posts. As issues arise that affect multiple users we will post those on this Support forum.

Please accept our sincerest apologies for any inconvenience caused by this issue and rest assured that we won’t stop working until we’ve resolved all of your problems. Also rest assured that we are learning our lessons from this incident and are making some significant infrastructure upgrades. Due to your support and loyalty PokerSavvy has continued to grow and in our desire to continually add new features and enhancements to the site we were less vigilant than we should have been about infrastructure and especially our hosting provider. We have already made improvements and will make many more in the coming weeks to make sure we can continue to serve you reliably. We don't anticipate any similar problems going forward. And I really really hope that's the case 'cuz I'd love to go to sleep sometime this week.

Thank you again for your patience, understanding and support. We greatly appreciate it. Contact support with questions at any time.

Best,
Matt

hilbert · #9 (**permalink**) December 8th, 2006, 15:01

Thanks for keeping us updated.. I appreciate it. As for my account my balance has not been restored. I should have 1100 right now, 100 from the edge, 500 from poker rewards (I fixed my table name) and 500 from the Mansion issue.

Also, My 900 from the Mansion bonus, but that is not urgent. I'm sure you have bigger problems. heh.

Thanks again for all your support and just let me know what I can do when you get a chance.

izoomzoom · #10 (**permalink**) December 8th, 2006, 15:12

OK.. I signed up on the 5th and did the mansion poker bonus. Will i be credited the points after i recreate my account?

iamkidpoker · #11 (**permalink**) December 8th, 2006, 15:24

one of my friends that signed up through you guys, carrietime12, did not recieve an email with that password. Please help her out with this.

SavvyMike · #12 (**permalink**) December 8th, 2006, 17:42

izoomzoom, once you update your table name, we can re-confirm that you have completed the bonus and get the points back into your account. We're working on getting this done as soon as possible, but at this time I'm not sure how much longer it will take.

iamkidpoker, I sent an email to your friend and need to hear back to help out with their support issue, just wanted to let you know I'm on top of it!

BBALL · #13 (**permalink**) December 10th, 2006, 01:44

It looks like you credited me for the Mansion $50.00 exchange play 500 points instead of the original 900 points while waiting for me to clear the poker bonus... That is all good except NOW the 500 points has been removed from my account....Can you explain why???

This is getting ridiculous

hilbert · #14 (**permalink**) December 10th, 2006, 11:03

I just wanted to get an update on my account when you get a chance. Just let me know when I should be expecting my points back.

Thanks again.

iamkidpoker · #15 (**permalink**) December 10th, 2006, 12:40

bball, from what i gathered, the 500 points you had was lost in the system thing they had happen. I know my points have been given back. THey had a kind of system crash and had to go to a backup, so it puts your points back to what they were before the 1st I believe, they since then have corrected it and had to manually put your points back in. THey did this for 3 other members already. For as much of a problem this could have been, they did a good job getting things back pretty quick. I know for us it doesnt seem like it, but believe me they worked hard to get it back quickly. IF the 500 points isnt back now, it should be Mon. Just by letting them know in this thread, or i would page or pm savvymike. I wouldnt lose faith yet, I know a few weird things have happened in a short period of time but most have not been something they can control, and i think they have done a good job to get things figured out as quick as they can. YOu know how skeptical I usually am of things, but I have faith, and they have done a good job updating us. And the mansion promo was kinda a huge bummer, but they basically gave you back your 50.00 with the 500 points and gave you a chance to earn 900 more points very easily.

Also, on a side note, I have done an experiment with two of our members, one played 4 hours of .25/.50 NL 2 tables at a time, and the other played .10/.20 two tables at a time for 7 hours. THey are waiting to get confirmed to see if they have met the rake required, but if they did it gives us a good sample on how much you need to play.